Consumer Satisfaction towards Public Distribution System

Description
Consumer satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance or outcome in relation to his or her expectation. As this definition makes clear ,satisfaction in a function on perceived performance and expectations.

A STUDY ON CONSUMER SATISFACTION TOWARDS
PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL REFERENCE TO
COIMBATORE (SOUTH)
PROJECT REPORT

Submitted by
D.SENTHIL KUMAR
(XXXXXXXX)

Under the Guidance of
Ms.S.MEKALA, M.B.A., M.Phil.,PGDED
Assistant Professor
XXXXXX

In partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
OF
BHARATHIAR UNIVERSITY, COIMBATORE.



POST GRADUATE DEPARTMENT OF MANAGEMENT SCIENCE AND
RESEARCH
PARKS COLLEGE (AUTONOMOUS)
(Recognized by the Government of Tamilnadu and UGC New Delhi,
Affiliated to Bharathiar University and Approved by AICTE)
Accredited at B++ (5 star) level by NAAC
Chinnakarai, Tirupur – 641605.
2010-2012



POST GRADUATE DEPARTMENT OF MANAGEMENT SCIENCE AND
RESEARCH
PARKS COLLEGE (AUTONOMOUS)

(Recognized by the Government of Tamilnadu and UGC New Delhi,
Affiliated to Bharathiar University and Approved by AICTE)
Accredited at B++ (5 star) level by NAAC
Chinnakarai, Tirupur – 641605.

CERTIFICATE

This is to certify that the project report entitled, “A STUDY ON CONSUMER
SATISFACTION TOWARDS PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL
REFERENCE TO COIMBATORE (SOUTH)”, is bonafide record of work done by
XXXXXXXX submitted to Bharathiar university in partial fulfillment of the requirements for
the award of the degree of MASTER OF BUSINESS ADMINISTRATION under my
supervision and guidance.


____________________ ________________
(Head of the department) (Faculty guide)


______________
Principal



Viva voce examination held on ________________

_________________ __________________
(Internal Examiner) (External Examiner)

DECLARATION

I hereby declare that this project work entitled “A STUDY ON CONSUMER
SATISFACTION TOWARDS PUBLIC DISTRIBUTION SYSTEM WITH SPECIAL
REFERENCE TO COIMBATORE (SOUTH)” is a record of the project work carried out
by me under the guidance of Ms.S. MEKALA, MBA., M.Phil.,PGDED , Assistant
Professor of PG Department of Management Science & research., PARK’S College, Tirupur
in partial fulfillment of the requirements for the award of the degree of MASTER OF
BUSINESS ADMINISTRATION of Bharathiar University, Coimbatore.

I also declare that this project report has not been submitted by me, fully or partially
for the award of any other degree, diploma, title or recognition before.



Place: Tirupur D.SENTHIL KUMAR
Date:








ACKNOWLEDGEMENT

I think Almighty God who gave me the confidence to make this project a successful
one.
I express my gratitude to PROF. P. REGURAJAN, Secretary of PARK’S College
for giving me the initiative to do this project.
I express my thanks to DR. T. ILANGOVAN, Principal of PARK’S College for
giving me the initiative to do this project.
I am delegated to express my heartful gratitude DR. B. USHA, Head of the
department, for her valuable guidance and necessary advice.
I extend my grateful thanks to my guide MS. S. MEKALA, MBA,M.Phil., PGDED,
for her valuable guidance, encouragement and excellent support throughout this
project. I am particularly grateful to her for the patience she has shown going through
the manuscript of this project.
I use this opportunity to extend my sincere gratitude to all other faculty members of
the department of management studies for their assistance in helping me to do the
project.
I owe much to my parents, friends and well-wishers for their innumerable acts of
advice and help. Above all God is grateful acknowledgement in giving me physical
strength, mental strength and presence of mind for helping me to complete the project.








CONTENT

S.NO TITLE PAGE NO
LIST OF TABLES
LIST OF CHARTS
CHAPTER-I
1.1 INTRODUCTION TO THE STUDY 1
1.2 OBJECTIVES OF THE STUDY 4
1.3 NEED FOR THE STUDY 5
1.4 SCOPE OF THE STUDY 6
1.5 LIMITATION OF THE STUDY 7
1.6 RESEACH METHODOLOGY 8
CHAPTER-II
2.1 REVIEW OF LITERATURE 12
CHAPTER-III
3.1 INTRODUCTION TO PDS 18
3.2 CONSUMER SATISFICATION 24
CHAPTER-IV
4.1 ANALYSIS AND INTERPRETATION 27
CHAPTER-V
5.1 FINIDINGS 95
5.2 SUGGESTIONS 97
5.3 CONCLUSION 98
BIBLIOGRAPHY


APPENDIX








LIST OF TABLES
TABLE
NO
TITLE PAGE
NO
1 GENDER OF THE RESPONDENT 27
2 AGE GROUP OF THE RESPONDENTS 28
3 MARITAL STATUS OF THE RESPONDENTS 29
4 EDUCATION QUALIFICATION OF THE RESPONDENTS 30
5 OCCUPTION OF THE RESPONDENT 31
6 MONTHLY INCOME OF THE RESPONDENT. 32
7 KINDS OF CARD HOLDERS 33
8 PRICE OF THE PRODUCT IN PDS 34
9 PRODUCT FREQUENTLY PURCHASED BY THE
RESPONDENT
35
10 COMFORTABLE DAY FOR PURCHASE 37
11 LEVEL OF SATISFACTION WITH CONVINENT STORE
LOCATION
39
12 LEVEL OF SATISFACTION WITH WORKING HOURS 41
13 LEVEL OF SATISFACTION WITH PRICE 42
14 LEVEL OF SATISFICATION WITH SERVICE 43
15 LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST 44
16 LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. 45
17 LEVEL OF SATISFACTION WITH THE QUALITY 46
18 LEVEL OF SATISFACTION WITH QUANTITY 47
19 LEVEL OF SATISFACTION WITH PACKAGING 48
20 LEVEL OF SATISFACTION WITH UNAVALIABILITY 49
21 LEVEL OF AGREEMENT WITH THE LOW QUANTITY
PRODUCTS
50
22 LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF 51
23

LEVEL OF AGREEMENT WITH THE PROPER BALANCE
AMOUNT
52
24 LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF
PRODUCTS
53
25 LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD
STOCK
54
26 LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM
THE STORE INCHARGE
55
27 LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS
IN QUE
56
28 LEVEL OF AGREEMENT WITH THE INVALIDITY OF
MEASURING DEVICE
57
29 LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE
CAPACITY IN STORE
58
30 LEVEL OF SATISFICATION TOWARDS PDS 59
31 LEVEL OF AGREEMENT TOWARDS PDS 60
32 GENDER AND HOURS OF WORKING 61
33 GENDER AND PRICE 62
34 GENDER AND SERVICE 63
35 GENDER AND DISPLAY OF GOODS LIST 64


36 GENDER AND QUALITY 65
37 GENDER AND QUANTITY 66
38 GENDER AND PACKAGING 67
39 AGE AND HOURS OF WORKING 68
40 AGE AND PRICE 69
41 AGE AND SERVICE 70
42 AGE AND DISPLAY OF GOODS LIST 71
43 AGE AND QUALITY 72
44 AGE AND PACKAGING 73
45 MARITAL STATUS AND HOURS OF WORKING 74
46 MARITAL STATUS AND PRICE 75
47 MARITAL STATUS AND SERVICE 76
48 MARITAL STATUS AND DISPLAY OF GOODS LIST 77
49 MARITAL STATUS AND QUALITY 78
50 MARITAL STATUS AND QUANTITY 79
51 MARITAL STATUS AND PACKAGING 80
52 OCCUPATION AND HOURS OF WORKING 81
53 OCCUPATION AND PRICE 82
54 OCCUPATION AND SERVICE 83














55 OCCUPATION AND DISPLAY OF GOODS LIST 84
56 OCCUPATION AND QUALITY 85
57 OCCUPATION AND QUANTITY

86
58 OCCUPATION AND PACKAGING 87
59 MONTHLY INCOME AND HOURS OF WORKING 88
60 MONTHLY INCOME AND PRICE 89
61 MONTHLY INCOME AND SERVICE 90
62 MONTHLY INCOME AND DISPLAY OF GOODS LIST 91
63 MONTHLY INCOME AND QUALITY 92
64 MONTHLY INCOME AND QUANTITY 93
65 MONTHLY INCOME AND PACKAGING 94
LIST OF THE CHART
CHART
NO
TITLE PAGE
NO
1 GENDER OF THE RESPONDENT 27
2 AGE GROUP OF THE RESPONDENTS 28
3 MARITAL STATUS OF THE RESPONDENTS 29
4 EDUCATION QUALIFICATION OF THE RESPONDENTS 30
5 OCCUPTION OF THE RESPONDENT 31
6 MONTHLY INCOME OF THE RESPONDENT. 32
7 KINDS OF CARD HOLDERS 33
8 PRICE OF THE PRODUCT IN PDS 34
9 PRODUCT FREQUENTLY BUY PURCHASED BY TNE
RESPONDENT
36
10 COMFORTABLE DAY FOR PURCHASE 38
11 LEVEL OF SATISFACTION WITH CONVINENT STORE
LOCATION
40
12 LEVEL OF SATISFACTION WITH WORKING HOURS 41
13 LEVEL OF SATISFACTION WITH PRICE 42
14 LEVEL OF SATISFICATION WITH SERVICE 43
15 LEVEL OF SATISFACTION WITH DISPLAY OF GOODS LIST 44
16 LEVEL OF SATISFACTION WITH FESTIVAL OFFERS. 45
17 LEVEL OF SATISFACTION WITH THE QUALITY 46
18 LEVEL OF SATISFACTION WITH QUANTITY 47





19 LEVEL OF SATISFACTION WITH PACKAGING 48
20 LEVEL OF SATISFACTION WITH UNAVALIABILITY OF THE
PRODUCT
49
21 LEVEL OF AGREEMENT WITH THE LOW QUANTITY
PRODUCTS
50
22 LEVEL OF AGREEMENT WITH THE IMPROPER QUALITY OF
PRODUCTS.
51
23

LEVEL OF AGREEMENT WITH THE PROPER BALANCE
AMOUNT
52
24 LEVEL OF AGREEMENT WITH THE UNAVALIBILITY OF
PRODUCTS
53
25 LEVEL OF AGREEMENT WITH THE DISTRIBUTING OF OLD
STOCK
54
26 LEVEL OF AGREEMENT WITH THE LOW RESPONSE FROM
THE STORE INCHARGE
55
27 LEVEL OF AGREEMENT WITH THE LONG WAITING HOURS
IN QUE
56
28 LEVEL OF AGREEMENT WITH THE INVALIDITY OF
MEASURING DEVICE
57
29 LEVEL OF AGREEMENT WITH THE ENOUGH STORAGE
CAPACITY IN STORE
58

CHAPTER-I
1. INTRODUCTION OF THE STUDY

1.1 INTRODUCTION
Consumer satisfaction is a person’s feeling of pleasure or disappointment resulting
from comparing a product’s perceived performance or outcome in relation to his or her
expectation. As this definition makes clear ,satisfaction in a function on perceived
performance and expectations. If the performance falls short of expectations, the consumer is
satisfied or delighted. If the performance exceeds the expectation, the consumer is highly
satisfied or delighted .high satisfaction or delighted creates an emotional bond with the brand
,not just a rational performance .the result is high consumer loyalty. They analyzed the results
to develop seven dimensions of customer satisfaction for product. They are Capability
,Usability,Performance,Reliability,Installability,Maintainability,Documentation.
INTRODUCTION OF PUBLICDISTRIBUTION SYSTEM:

Public Distribution System (PDS) is a poverty alleviation programme and contributes
towards the social welfare of the people. Essential commodities like rice, wheat, sugar,
kerosene and the like are supplied to the people under the Public Distribution System at
reasonable prices. PDS is a boon to the people living below the poverty line. Public
Distribution System is the primary social welfare and antipoverty programme of the
Government of India. Revamped Public Distribution System (RPDS) has been initiated by the
Government of India from the year 1992 in order to serve and provide essential commodities
to the people living in remote, backward and hilly areas. Government introduced Targeted
Public Distribution System (TPDS) in the year 1997. Central Government and State

Governments have been actively involved in steering the operations for the success of
the Public Distribution System is considered as principal instrument in the hands of State
Governments for providing safety net to the poor against the spiraling rise in prices of
essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as
universal system. Here the involvement of the Cooperative Societies is noteworthy, since they
cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of women
SHGs in the distribution network ensures safety, transparency, and accessibility and above all
reduced the transaction cost. Hence, this channel of distribution can be promoted. It was found
in this study that problems like leakages, poor quality, under weighment, non-availability of
controlled as well as non-controlled articles during certain times, non-availability of ration
cards, bogus cards, etc., affect the efficiency of the system. Ensuring the availability of
essential articles as per allotment as and when required by the cardholders, increased margin
to cooperatives, and better salary to employees, reduction in the number of cards to be handled
by a FPS, maintaining and updating the Notice Boards at every FPS, formation of vigilance
committees at every FPS level and providing more role to women SHGs are the viable options
put by the sample respondents to strengthen the PDS, which cannot be ignored. Further the
continuance of Universal System will help to provide safety net to the poor against spiraling
market prices of essential commodities. Though primarily employee of the PDS retail outlet
should be made responsible for eradicating the problem of bogus cards, effective coordination
between local bodies, revenue authorities and lead and link societies will alone be able to
eradicate this problem.

PUBLIC DISTRIBUTION SYSTEM IN TAMILNADU

Public Distribution System is considered as principal instrument in the hands of State
Governments for providing safety net to the poor against the spiralling rise in prices of
essential commodities. In this regard Tamil Nadu sets a model in implementing the PDS as
universal system. Here the involvement of the Cooperative Societies is noteworthy, since
they cover more than 93 per cent of the FPS in Tamil Nadu. Further, the involvement of
women SHGs in the distribution network ensures safety, transparency, and accessibility and
above all reduced the transaction cost. Hence, this channel of distribution can be promoted. It
was found in this study that problems like leakages, poor quality, under weighment, non-
availability of controlled as well as non-controlled articles during certain times, non-
availability of ration cards, bogus cards, etc., affect the efficiency of the system. Ensuring the
availability of essential articles as per allotment as and when required by the cardholders,
increased margin to cooperatives, and better salary to employees, reduction in the number of
cards to be handled by a FPS, maintaining and updating the Notice Boards at every FPS,
formation of vigilance committees at every FPS level and providing more role to women
SHGs are the viable options put by the sample respondents to strengthen the PDS, which
cannot be ignored. Further the continuance of Universal System will help to provide safety
net to the poor against spiraling market prices of essential commodities.

PUBLIC DISTRIBUTION SYSTEM IN COIMBATORE

Public Distribution System (PDS) programme in coimbatore has been introduced for
achieving multiple objectives. Its primary objective is to provide subsidised foodgrains and
other items of daily necessity such as oil, sugar and Kerosene etc. to weaker sections of the
population The programme also aims to stabilise market prices of foodgrains in times of
unusual inflationary tendencies, to provide food security to areas suffering from drought and
similar natural calamities and manmade disasters, to provide support prices to farmers and to
maintain buffer stock. The PDS programme is implemented in welfare state mode with
universal beneficiary approach and hence it has been under criticism for being non-specific
and wasteful. It has also been found to be an inadequate programme to fully address the food
security problem of the poor and vulnerable. PDS is a centrally planned programme and each
state in India implements the design set by the Central Government. PDS programme in
coimbatore since the formation of the State in 1987 and comments briefly upon its
effectiveness in delivery and addresses the food security issue for the poor.












1.2 OBJECTIVES OF THE STUDY

Primary objective:
? To know the consumer satisfaction towards public distribution system Coimbatore
(south).
Secondary objective
? To know the perception of consumers towards public distribution system.
? To know the products that are frequently purchased by the consumers.
? To offer some suggestion to the government for betterment of public distribution
system.













1.3 NEED FOR THE STUDY
Poverty is a problem which is faced by the people. The government has taken more
steps and programme to overcome the problem. Public distribution system was established to
provide food at a subsidized rate. So the researcher has attempted to study the satisfaction and
the perception of the consumer towards public distribution system in Coimbatore (south). The
study also reveals some suggestion to the government for the betterment of their working of
the public distribution system.

















1.4 SCOPE OF THE STUDY
? The study has is based upon the consumer satisfaction towards the Public
Distribution System in Coimbatore(south).
? The study is used to identify the products that frequently by the consumer and
to analyze the perception towards the product.
? To offer some suggestions to the betterment of the product in pds.

















1.5 LIMITATION OF THE STUDY
Time period
A period of 45 day was a little short for the investigator for an in depth study of the
subject was not possible.
Non co-operation
There was certain degree of or reluctance shown by some consumers to answer for the
questionnaire.
Busy
Investigator not collected information’s from consumers as they were busy because of
some official matters. They were no available on their house. That was also one of the prime
limitations.













1.6 RESEARCH METHODOLOGY
Introduction
Research methodology is the systematic way to solve the research problem. The
methodology adopted for the current research work is submitted in the proceeding section of
this chapter.
Title of the Research work
The title of research work is a study on consumer satisfaction towards public
distribution system with special reference to Coimbatore (south)
Research Design
Descriptive research design is a scientific method which involves observing and
describing the behavior of a subject without influencing it in any way.

Sampling design
In order to carry out the current research work, the researcher used convenient
sampling.

Sampling method
Sampling is the process of collecting information as a representative part of the
population.
Sample size
150 are the sample size for the research work.





Area


1.Semmedu
2.Irrutupallam
3. Karunya Nagar
4. Poondi
5.Alandurai
Data collection
The methodology used for the project work is through the collection of primary and
secondary data.
Primary data
Data collected by the investigator directly for the purpose of investigation is known as
primary data. For this project work primary data mainly through.
? Personal interviews with general public.
? Questionnaires with consumers.

Secondary data
The investigator may use of the data collected by other for the purpose of the
investigation. This in know as secondary data. The main sources of secondary data needed to
prepare this project report were obtained from:
? Books
? internet
? journals
? Magazine and government publication.
Tools for analysis
In correct to accomplish the objectives set out for this investors replies were classified
according to the response of investors, with the help of frequency table.
? Percentage Analysis:

Number of respondents
Percentage of respondents = x 100
Total respondents

? Weighted Average Method:
Under the weighted average inventory method, the cost of goods available for sale
(beginning inventory plus net purchases) is divided by the number of units available for sale
to obtain a weighted-average cost per unit. Ending inventory and cost of goods sold are then
priced at this average cost.
Formula =
ew
ewx



? Chi-square
Chi-square test is an important non-parametric test. The analysis of dependent and
independent variable.

Formula =
Ei
Ei Oi
2
) ( ?

Here Oi - Observed frequency
Ei – Expected frequency
Df-degree of freedom
Significant level-5%














CHAPTER – II
2.1 REVIEW OF LITERATURE

P.S.George (1974)
1
has attempted to analyze public distribution of food grains and
their income distribution effects in Kerala. He has tried to estimate the possible impact of
rationing on incomes of the consumers using the relationship. The results for Kerala suggest
that the system is economically viable. Further, ration rice, according to this study, accounted
for a major share of rice consumption of consumers belonging to low income groups. Gupta
basing on certain assumption has projected food grains requirements for PDS up to 1980, for
all India, such projections are assumed to help policy makers in their procurement efforts.

Subba Rao (1980)
2
has attempted to estimate food requirement for the State of
Andhra Pradesh under certain assumptions. While working out these estimates he has assumed
a supply level of 12 ozs. (340 grams) per consumption unit. He concluded that ultimately the
benefit of public distribution is zero or negligible.

Ravindra Kumar Verma(1983)
3
The Public Distribution System (PDS) was
introduced in virtually all the states of Ind ia, but Kerala’s PDS was the one which evolved as
the most efficient and effective measure of food security. The salient features of the model
were its universal coverage, high levels of utilisation, physical access made possible through
a vast network of retail outlets, rural bias and progressive utilisation of the system. The
present paper reveals the near breakdown of the system in Kerala after the introduction of the
Targeted Public Distribution System (TPDS) and points out its wide ramifications.

Madhura Swaminathan(1985)
4
Evidence on calorie intake and nutritional outcomes
establishes that chronic hunger and food in security persist today on a mass scale in India. !e
liberalization-induced policy of narrow targeting of the Public Distribution System (PDS), a
programme of food security that provides a minimum quantity of cereals at subsidized prices,
has resulted in worsening food insecurity. Recent evidence from the 61st round of the
National Sample Survey in 2004-2005 establishes that targeting has led to high rates of
exclusion of needy households from the system and clear deterioration of coverage in States
like Kerala where the universal PDS was most effective.
Fathima P. Jacob., (1992)
5
Public Distribution System in India is a consumer side
intervention in the food market. There are two basic aspects of evaluating the effects of
policy intervention in Public Distribution System. One is to analyze the overall percapita
availability of cereals and other is percapita consumption and it’s the government policy to
ensure whether the objectives of the Public Distribution System has been achieved.
K.S Chandresekar( 1999)
6
analysed the working of the public distribution system in
Thirunelveli district such as allotment, liftment and off take of essential commodities in the
district. He highlighted the problems of public distribution system in Thirunelveli district
such as poor quality of essential commodities supplied, non-display of information on the
notice boards regarding the availability of commodities and business hours not convenient to
cardholders.
Suryanarayana (2000)
7
in his study contest the view the that poverty in India has
declined i n the suitability of the database and its implications for the observed trends in
poverty estimates in the context of structural changes in the rural economy. He contends that
the statistical estimates do not show a real reduction in poverty but only a reduction in over
estimation of poverty for the initial year followed by its under estimation for the later years.
Ahmed Tritah (2003)
8
Using propensity score matching methods I found That while
the PDS has a poor record on reaching the poor, conditional On having access to PDS, the
subsidy is entirely consumed. Moreover I found that food subsidies going through the PDS
exert a multiplier Effect on quantity consumed. This findings point to a revaluation Of the
impact of PDS with respect to its main objective which is food Security. I propose a new
poverty measure, integrating the food content of poverty lines and shows that relative to this
poverty line PDS has benefited the poor.

Subramanian(2004)
9
examined the relative significance of various factors
accounting for poverty in rural Tamil Nadu. The study showed that the level of poverty was
positively associated with inequality in consumption and negatively associated with real
wage rate and net domestic product in agriculture per head of rural population. If
ameliorative measure are to be thought of top priority should be given to the reduction in
inequality of consumption compared to raising real wage rate and net domestic product in
agriculture per head of rural population.
Thanga Pandian(2005)
10
He stated that the essential commodities would be
supplied on all the days of a month at the convenience of the public instead of supplying
them on certain specific days. He has offered employees of Fair Price Shop some suggestion
like attend their work in time and distribute the commodities with correct weight without
making them stand in long queues.
Jos Mooij (2006)
11
According to him the network of Public Distribution System
dealers was quite reasonable. There was one PDS dealers allocated for every 1,630 people.
He stated that only a part of the Public Distribution System food grain reached the
cardholders, many poor people had no red cards. Food grains were often not reaching the
PDS shops in the villages. He concluded that, there was large scale misappropriation of food
grains at all levels. The distribution of cards to BPL families was unsatisfactory.
Mahadavappa Eraiah, ( 2008)
12
He explained about the purpose of Public
Distribution System was to act as price supporting programmes for the consumers during the
periods of food shortage of the 1960. On the other it acted as an instrument of price
stabilization and become a countervailing force against private traders who were try to
exploits the situation of security of food. The basic aim was to provide essential commodities
like rice, wheat, sugar, and edible oil and kerosene at subsidized prices. However the supply
of food under Public Distribution System made a clear demarcation between urban rural
consumers.

Manharan,(2009)
13
has observed that the central government takes measures to
uplift the poorest people through this effective welfare schemes. Most of the below poverty
line and under nutritious people are provided food grains through Public Distribution System
at free of cost. Most backward districts and trial belts are benefited by this scheme and food
security is also provided by the central government with the cooperation of State Government
.
Somesh Srivastava (2010)
14
The Government of India is making frantic efforts to
tackle the food security issue. The country has more than 300 million hungry and
malnourished people. On the other hand thousands of tonne food grain is rotting in
Government granaries. There is certainly a management problem. There is requisite policy
deficit also. The Government is trying hard to address both. Scholars and social activists are
suggesting universal public distribution system. But it can complicate the issues further. Cash
credit limit accounts facility in banks for above poverty line population (APL) can go a long
way in addressing the food security problem of India.
Dr. B. K. Gairola (2011)
15
Public Distribution System in the country facilitates the
supply of food grains to the poor at a subsidised price. Essential items such as Selected
cereals, sugar and kerosene at subsidized prices to holders Of ration cards is the objective of
efficient Public Distribution System. The PDS also helps to modulate open - market prices
for commodities That is distributed through the system. Government accords great
Importance to the objective of measuring outcomes of PDS so as to Ensure that equal
distribution system serves up the purpose for which it was set up.
















REFERENCE
1. P.S.George, “Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And
Political Weekly”, 4 April 1974, Volume No:31 Issue No:4:, Page No17-35.

2. Subba Rao, Food Security: Pds Vs. Egs – A Tale Of Two States, Economic And
Political Weekly”,10 November 1980, Volume No:23 Issue No:7:, Page No:64-72.

3. Ravindra Kumar Verma, “Food Security and the Targeted Public Distribution
System in India ”, 22 June 1983, Volume no: 10, issue no: 10, page no:33-37

4. Madura Swaminathan,” Performance Evaluation of Targeted Public Distribution
System (TPDS)” , October 1985,volume no: 7,issue no: 15 page no:234-246.

5. Fathima P. Jacob,” The management of Public Distribution System in India – A
dynamic perspective ( The case of Tamil Nadu)”, march 1992, volume no:12, issue
no:9,page no: 2603 – 2607.

6. K.S Chandresekar , “Working of Public distribution system in Tirunelveli District,
Tamil Nadu – A study with special reference to essential commodities” , April 1999,

7. Suryanarayana , “Economic and Political Weekly”,2000, Volume no:35 , issue
no:6,page no: 2129 – 2137.

8. Ahmed Tritah,“ The Public Distribution System in India: Counting the poor from
making the poor count” july 2003 ,page no:456-472.

9. Subramanian, “ Food Security and the Targeted Public Distribution System in
India”, November 2004, page no: 123-134.



10. Thanga Pandian, “Civil Society Engagement and India’s Public Distribution System:
Lessons from the Rationing”,October 2005

11. Jos Mooij, “Food policy and politics: The political economy of the public
distribution system in India”, Economic and Political weekly, August 2000.

12. Mahadavappa Eraiah, “ Food Security and the Targeted Public Distribution System
in India”, june 2008.

13. Manharan , ,“ The Public Distribution System in India: Counting the poor from
making the poor count” december 2009 ,page no:245-256.

14.Somesh Srivastava, “International Journal of Politics and Good Governance”,volume
no:1,issue no:4,page no: 976 – 1195

15. B. K. Gairola, “informatics”, January 2011,volume no:11,issue no:4,page no:12-17.











CHAPTER-III

3. INTRODUCTION TO PDS
3.1 INTRODUCTION
The prime objective of the State food policy is to eliminate hunger and poverty by
ensuring food security to all the people. The Government of Tamil Nadu has been
implementing universal public distribution system to realize this objective. Adequate
availability of food grains at an affordable rates and ensure easy access of public distribution
system outlets by establishing it in close proximity to habitations are the key parameters on
which the system of public distribution is being built.
Though targeted public distribution system (TPDS) is advocated by Government of
India, Government of Tamil Nadu is not in favour of rigid targeting, as it may lead to
exclusion of large number of genuine BPL families and vulnerable APL families thereby
depriving them from the benefit of public distribution system. Poverty being a dynamic and
relative concept, accurate estimation is not possible in the absence of an acceptable criteria
and methodology. The process of identifying BPL families is also fraught with errors and bias
resulting in high levels of exclusion of deserving families. Further due to unforeseen natural
calamities like droughts, floods and disaster, etc., a large number of vulnerable APL families
may be forced into poverty trap again. Our rigid government system will not be able to
respond quickly to such situation. Therefore targeting a specific segment of population as BPL
or APL and excluding large number of vulnerable families under public distribution system is
felt administratively unacceptable and socially risky to the Government. Thus, out of its own
experience Government of Tamil Nadu feels that universal public distribution system assures
better food security to people.
Rising prices of essential commodities is a great concern to this Government. This
Government with foresight launched special public distribution system scheme on 14.04.2007
and supplied essential commodities like tur dhall, urid dhall, palmolein oil and wheat products
at subsidised rates to card holders through fair price shops to protect the poor and middle class
families. Apart from this, a packet containing 10 items of spices and condiments is also
supplied to cardholders at a subsidised rate. Though, the prices of dhall and sugar spiraled up
during recent times, with an object of protecting the poor people from the burden of price rise,
the State Government has continued the same concessional issue price to cardholders by
increasing the food subsidy during 2009-10 from the earlier budgeted provision of Rs.2800
crores to Rs.4000 crores.
Protecting consumers from unfair tradepractices in the changing business
environment and to create awareness and guide them for taking appropriate legal remedies is
another vital function of this department. Creating awareness among consumers, providing
legal and institutional framework for getting effective and quick remedies through State
Consumer Disputes Redressal Commission and District Consumer Disputes Redressal Fora
are the focus of the consumer welfare policy of this Government.
Tamil Nadu follows universal public distribution system, under which no distinction
is made between BPL and APL families. Though, Government of India is advocating targeted
public distribution system (TPDS), state is of the opinion that effective targeting of BPL is not
administratively feasible and socially risky as it may lead to large scale exclusion errors
depriving genuine BPL and vulnerable families from the benefit of public distribution system.
Targeting is not followed in the State for the

Following reasons:
(i) Poverty being a relative concept, there is no acceptable criteria or methodology for
errorfree enumeration, as indexing method is also not free from defects. There are chances of
large exclusion error, as seen in many other States implementing TPDS, resulting in high
social cost.
(ii) Poverty being a dynamic one, the status of a family at the time of enumeration keeps
changing. Natural calamities like drought, flood may alter the position drastically and push
large number of vulnerable APL families into poverty trap. The Government system may not
be flexible enough to react quickly to such a situation.
(iii) Problems of agency bias in enumeration and field-level problems in enumeration makes
targeting an administratively difficult task and more risky in terms of attaining the goal of
better food security.
Thus, the State Government, out of its own experience feels that universal public
distribution system assures better food security compared to targeted public distribution
system. However, this state is following limited targeting by providing AAY cards to
cardholders identified by local bodies as poorest among the poor. Enactment of National
Food Security Act is under serious consideration of the Government of India wherein
all BPL families assured of supply of 25 kilogram per month. This Government has suggested
that Government of India should undertake BPL survey with flexible criteria to accommodate
vulnerable APL families for implementing the Act effectively.
The “NSS Report No. 508: Level and Pattern of Consumer Expenditure, 2004 05”
indicates that rice constitutes 93% of cerealsn consumed in rural areas while it is 91% in urban
areas. The report also indicates that the rice consumption per head per month in rural areas is
10.165 kg and 8.632 kg in urban areas.
Public Distribution System in Tamil Nadu is regulated by Civil Supplies and
Consumer Protection Department. At district level, the department is headed by a District
Supply and Consumer Protection Officer, while in Chennai city it is headed by Deputy
Commissioner & District Consumer Protection Officer. District Collectors are responsible for
coordinating and monitoring implementation of public distribution system in all districts,
except Chennai. The Joint Commissioner supervises public distribution system in Chennai and
its sub-urban areas.
Tamil Nadu Civil Supplies Corporation (TNCSC) is a wholesale agency which lifts
stocks from Food Corporation of India and stores essential commodities in its 220 operational
godowns spread all over the State. From the Tamil Nadu Civil Supplies Corporation
operational godowns, stocks are moved by lead cooperative societies and delivered at the
doorsteps of fair price shops. Similarly, sugar is moved by Tamil Nadu Civil Supplies
Corporation from the respective cooperative/private sugar mills and distributed through its
operational godowns. Every year, transport contractors are appointed for movement of goods
from Food Corporation of India godowns to Tamil Nadu Civil Supplies Corporation
operational godowns. Likewise, cooperatives also engage their own transport contractors
through open tender system for moving stocks from Tamil Nadu Civil Supplies Corporation
operational godowns to public distribution system outlets. Tamil Nadu Civil Supplies
Corporation also procures various other essential commodities for special public distribution
system directly from the market through tenders or through designated Government of India
agencies In the case of kerosene, cooperative societies or Tamil Nadu Civil Supplies
Corporation take delivery from storage points of wholesale dealers and transport them in
barrels to fair price shops. In the case of kerosene bunks, stocks are moved through tankers.
Movement of commodities to fair price shops is regulated through pre designated
route charts to prevent enroute diversion. A system of advance liftment is followed wherein
60% of previous month’s allotments are lifted and supplied to each fair price shop without
waiting for the allotment orders. Availability of sufficient stocks in fair price shops is
monitored by District Collectors, officials of Civil Supplies department, Revenue and
Cooperative departments. Based on entitlements, net allotment is made after taking into
account closing stock every month. Based on allotments, commodities are indented by
respective agencies running fair price shops and taken delivery according to the sales and
storage space in shops. Thus, availability of essential commodities is ensured in all public
distribution system outlets.

TARGETTED PUBLIC DISTRIBUTION SYSTEM
The Targeted Public Distribution System (TPDS) was launched in 1997 to benefit the
poor and to keep the budgetary food subsidies under control to the desired extent following
failure of the earlier PDS system. Conceptually, the transition from universal PDS to TPDS
was a move in right direction, as it was designed to include all the poor households and raise
the unit subsidy and ration quota considerably for them. The objective of keeping the
budgetary consumer subsidy in check was proposed to be met through sale of food grains to
APL households at Economic Cost and confining the budgetary food subsidy to about sixty
five million identified BPL families. Though the supply of the requisite quantity of food grains
for distribution at BPL prices was to come from the Central Pool, the success of TPDS in
terms of meeting its stated objectives depended largely on the ability of State Governments in
identifying the genuine poor families, restricting the number of poor families to the number
estimated by Planning Commission and in putting in place an effective and efficient delivery
system. At the instance of the Planning Commission and the Ministry of Consumer Affairs,
Food & Public Distribution, Programme Evaluation Organisation took up the evaluation of


TPDS to reflect on the following issues
• Efficacy of the delivery mechanism in improving access to PDS for the poor;
• Off-take by the poor and its determinants;
• Viability of Fair Price Shops (FPSs) & its implications;
• Types and magnitudes of targeting errors and their implications on welfare and budgetary
consumer subsidy;
• Extent of leakages and diversions of subsidized food grains;
• Delivery cost across the States; and
• Overall performance of TPDS.

ADMINISTERING PUBLIC DISTRIBUTION SYSTEM
Department of Civil Supplies and Consumer Protection is the nodal department for
administering the public distribution system. The officials of this department at state level,
district level and at taluk level coordinate with the cooperation department which runs large
number of fair price shops and Tamil Nadu Civil Supplies Corporation which procures, stores
and supply the essential commodities to public distribution outlets. Civil Supplies CID is the
special police enforcement wing looking after enforcement besides the usual enforcement staff
functioning under the Civil Supplies department. Public distribution system administration
broadly consists of the family card management and distribution of essential commodities.
Card management involves issue of new cards, mutations, deletions, additions and regular up
dation and reconciliation of the card data. Distribution of essential commodities involves
monthly allotment, monitoring the movement, distributions, inspections, preventive measures
to curb diversion, etc. The Taluk Supply Office/City Zonal Office being the nodal point for
public contact on the redressal of grievances regarding family cards and distribution of
essential commodities, this government is making all efforts to make these offices public
friendly. Simplifying the procedure for new card issue, mutations, responsive public
grievances redressal mechanism, e-governance solutions to improve service level, intensive
drive to eliminate bogus cards, intensive inspection and strict enforcement of law to curb illicit
diversion are few measures to be indicated.
GOALS OF PUBLIC DISTRIBUTION SYSTEM
The goal of PDS does not restrict itself with the distribution of rationed articles.
Making available adequate quantities of essential articles at all times, in places accessible to
all, at prices affordable to all and protection of the weaker section of the population from the
vicious spiral of rising prices is the broad spectrum of PDS. More specifically, the goals of
PDS are:
? Make goods available to consumers, especially the disadvantaged /vulnerable sections
of society at fair prices.
? Rectify the existing imbalances between the supply and demand for consumer goods;
Check and prevent hoarding and black marketing in essential commodities.
? Ensure social justice in distribution of basic necessities of life.
? Even out fluctuations in prices and availability of mass consumption goods.
? Support poverty-alleviation programmes, particularly, rural employment programmes,
(SGRY/SGSY/IRDP/ Mid day meals, ICDS, DWCRA, SHGs and Food for Work and
educational feeding programmes).











3.2 CONSUMER SATIFICATION
MEANING
Essentially, consumer satisfaction is the extent to which consumers are happy with the
products or services provided by a business. It is an important concept in business, because
happy customers are those most likely to place repeat orders and explore the full range of
services offered.
DEFINITION
According to the Department of Marketing at Washington University, there is no
single definition of consumer satisfaction. However, all the definitions in the literature and
from consumers describe consumer satisfaction as a reasoned or emotional response to a
product, service or consumer experience at a particular time.
MEASUREMENT
Consumer satisfaction can be measured using survey techniques and questionnaires.
Questions typically include an element of emotional satisfaction coupled with an element of
behavioral satisfaction, or loyalty to a particular product or service.
FACTORS AFFECTING CONSUMER SATISFACTION
Consumers are most likely to report satisfaction with goods and services if they are
made to feel "special" by the provider. In other words, if the staff of a company pays
attention to the individual needs of its customers, before, during and after the sales process,
they are more likely to return.
Consumer satisfaction is the overall impression of consumer about the supplier and
the products and services delivered by the supplier. Following are the important factors that
could affect consumer satisfaction:


? Departmentwise capability of the supplier.
? Technological and engineering or re-engineering aspects of products and services.
? Type and quality of response provided by the supplier.
? Supplier’s capability to commit on deadlines and how efficiently they are met.
? Consumer service provided by the supplier.
? Complaint management.
? Cost, quality, performance and efficiency of the product.
? Supplier’s personal facets like etiquettes and friendliness.
? Supplier’s ability to manage whole consumer life cycle.
? Compatible and hassle free functions and operations.

The above factors could be widely classified under two categories i.e. suppliers
behavior and performance of product and services. The supplier’s behavior mostly depends
on the behavior of its senior subordinates, managers and internal employees. All the
functional activities like consumer response, direct product and maintenance services,
complaint management etc. are the factors that rely on how skillful and trained the internal
and human resources of the supplier are. The second category is regarding all the products
and services. This depends on the capability of supplier to how to nurture the products and
service efficiently and how skilled the employees are. It’s all about how the skills are
implemented to demonstrate engineering, re-engineering and technological aspects of the
products and services. The quality and efficaciousness of the products is also an important
factor that enables compatible and hassle free functions and operations. This bears to lower
maintenance and higher life of the product which is highly admired by the consumers.
If the product is having some problem or compatibility issues and requires frequent
maintenance and support than the consumers could get irritated and possibilities of sudden
divert is there which lead to supplier’s financial loss. In the same way if the product is
expecting huge amount of financial and manual resources then consumers could get a feeling
of dissatisfaction and worry. However, if these aspects are handled efficiently by giving class
services and dealing with complaints effectively then dissatisfied consumers could be
converted into long time satisfied consumers and retaining them becomes easy.

It is practically impossible for the supplier to provide all the above explained features.
There are always some positive as well as negative features in products and services which
could lead to delight or irritate consumers. The final opinion is the sum of overall experiences
which a consumer percept. But it is also true that more the positive aspects, the more the
consumer is satisfied. Hence the aim of the supplier should be always to enhance these
positive feelings among all the consumers to increase consumer satisfaction. The supplier
must identify how to enhance these positive aspects to maximum level by analyzing the
consumer’s data and information using CRM system. The individual liking and disliking of
consumers differ from consumer to consumer. It is hence required to target a consumer and
identify individual requirement to make them satisfied.
Having discussed the above factors that affect consumer satisfaction we can say that
higher the satisfaction level, higher is the sentimental attachment of consumers with the
specific brand of product and also with the supplier. This helps in making a strong and
healthy consumer-supplier bonding. This bonding forces the consumer to be tied up with that
particular supplier and chances of defection are very less. Hence consumer satisfaction is
very important panorama that every supplier should focus on to establish a renounced
position in the global market and enhance business and profit.










CHAPTER-IV
4.1 ANALYSIS AND INTERPRETATION

TABLE-4.1
GENDER OF THE RESPONDENT





INTERPRETATION:
From the above table we inferred that 58% of the respondents are male and 41% of the
respondents are female.
CHART NO-4.1
GENDER OF THE RESPONDENT


0
20
40
60
80
100
male female
P
e
r
c
e
n
t
a
g
e

Gender
GENDER
S.NO GENDER NO OF RESPONDENT PERCENTAGE
1 Male 88 59
2 Female 62 41
Total 150 100
TABLE-4.2
AGE OF THE RESPONDENT

INTERPRETATION:
From the above table it is inferred that 45% of the respondent are above 40, 29% of the
respondent are between 31-40, 21% of the respondent are between 21-30 and 4% of the
respondent are below 20.
CHART NO-4.2
AGE OF THE RESPONDENT










S.NO AGE NO OF RESPONDENT PERCENTAGE
1 Below 6 4
2 21-30 32 21
3 31-40 44 29
4 Above 68 45
TOTAL 150 100
6
32
44
68
0
10
20
30
40
50
60
70
80
Below 20 21-30 31-40 Above 40
P
e
r
c
e
n
t
a
g
e

Age
AGE
TABLE-4.3
MARITAL STATUS OF RESPONDENT

INTERPRETATION:
From the above table it is inferred that 52 % of the respondent are Married, 45% of the
respondent are unmarried and 3% of the respondent are divorce.
CHART NO-4.3
MARITAL STATUS OF RESPONDENT




Married
Un Married
Divorce
0
20
40
60
80
Marital Status
P
e
r
c
e
n
t
a
g
e

MARITAL STATUS
S.NO MARITAL STATUS NO OF RESPONDENT PERCENTAGE
1 Married 78 52
2 Un Married 68 45
3 Divorce 4 3
Total 150 100
TABLE-4.4
EDUCATION QUALIFICATION OF THE RESPONDENT

INTERPRETATION:
From the above table it is inferred that 40% of the respondent are school level , 30% of the
respondent are graduate, 21% of the respondent are diploma and 8% of the respondent are
others.
CHART NO-4.4
EDUCATION QUALIFICATION OF THE RESPONDENT



0
10
20
30
40
50
60
70
School Level Diploma Graduation Others
P
e
r
c
e
n
t
a
g
e

Education Qualification
EDUCATION QUALIFICATION
S.NO EDUCATION QUALIFICATION NO OF RESPONDENT PERCENTAGE
1 School Level 60 40
2 Diploma 32 21
3 Graduation 46 31
4 Others 12 8
Total 150 100
TABLE-4.5
OCCUPATION OF THE RESPONDENT







INTERPRETATION:
From the above table it is inferred that 45% of the respondent are private employees , 21%
of the respondent are business man, 19% of the respondent are government employees
,12% of the respondent are farmer and 3% of the respondent are others.
CHART NO-4.5
OCCUPATION OF THE RESPONDENT


0
10
20
30
40
50
60
70
80
Government
Employee
Private
Employee
Farmer Business Man Other
p
e
r
c
e
n
t
a
g
e

Occuption
OCCUPATION
S.NO OCCUPATION NO OF RESPONDENT PERCENTAGE
1 Government Employee 28 19
2 Private Employee 68 45
3 Farmer 18 12
4 Business Man 32 21
5 Other 4 2
Total 150 100
TABLE -4.6
MONTHLY INCOME OF THE RESPONDENT

INTERPRETATION:
From the above table it is inferred that 24% of the respondents belong to the income level of
below 5000-10000 , 23% of the respondents belong to the income level 10000 to 15000, 21%
of the respondents belong to the income level of above, where as 16% of the respondents
belong to the income level below 5000 and 16% of the respondents belong to the income of
15000-20000.
CHART NO-4.6
MONTHLY INCOME OF THE RESPONDENT

16%
24%
23%
16%
21%
MONTHLY INCOME
BELOW 5000
5000-10000
10000-15000
15000-20000
ABOVE 20000
S.NO MONTHLY INCOME NO OF RESPONDENT PERCENTAGE
1 Below 5000 24 16
2 5000-10000 36 24
3 10000-15000 34 23
4 15000-20000 24 16
5 Above 20000 32 21
TOTAL 150 100
TABLE -4.7
THE KIND OF CARD HOLDERS

INTERPRETATION:
From the above table it is inferred that 64 % of the respondents are green card holder , 32 %
of the respondents are white card holder while the remaining 4% of the respondents are
brown .
CHART NO-4.7
THE KIND OF CARD HOLDERS




0
20
40
60
80
100
120
Green White Brown
P
e
r
c
e
n
t
a
g
e

Kinds Of Cards
THE KIND OF CARDS
S.NO COLOR NO OF RESPONDENT PERCENTAGE
1 Green 96 64
2 White 48 32
3 Brown 6 4
Total 150 100
TABLE-4.8
PRICE OF THE PRODUCT IN PDS

INTERPRETATION:
From the above table it is inferred that 42% of respondent told that the price are medium, 34%
of respondent told that the price are low and the remaining 24 % of respondent are told that
the price are high.
CHART NO-4.8
PRICE OF THE PRODUCT IN PDS



0
10
20
30
40
50
60
70
High Medium Low
P
e
r
c
e
n
t
a
g
e

Opinion Regarding Price
OPINION REGARDING PRICE
S.NO OPINION REGARDING PRICE NO OF RESPONDENT PERCENTAGE
1 High 36 24
2 Medium 63 42
3 Low 51 34
Total 150 100

TABLE-4.9
PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT

INTERPRETATION:
From the above table it is clearly inferred that 25 % of the respondents are depend on rice ,
19 % of the respondents are depend on kerosene oil, 16% of the respondents are depend on
sugar ,15%of the respondents are depend on cooking oil , 12% of the respondents are
depend on 7% of the respondents are depend on rava, 5 % of the respondents are depend on
dhal and 1% of the respondents are depend on Maida.



PRODUCT TOTAL PERCENTAGE
RICE 38 25%
WHEAT 18 12%
COOKING OIL 22 15%
SUGAR 24 16%
KEROSENE 28 19%
DHALL 8 5%
RAVA 10 6%
MAIDA 2 1%
TOTAL 150 100


CHART NO-4.9
PRODUCTS FREQUENTLY PURCHASED BY THE RESPONDENT












25%
12%
15%
16%
19%
5%
7%
1%
PRODUCT FREQUENTLY PURCHASED IN PDS
RICE
WHEAT
COOKING OIL
SUGAR
KEROSENE
DHALL
RAVA
MAIDA
TABLE-4.10
COMFORTABLE DAY FOR PURCHASE

S.NO

COMFORTABLE DAY


NO OF RESPONDENT

PERCENTAGE
1 Monday 12 8
2 Tuesday 8 5
3 Wednesday 20 13
4 Thursday 28 19
5 Friday 22 15
6 Saturday 22 15
7 Sunday 38 25
Total 150 100

INTERPRETATION:
From the above table it is inferred that 8% of respondent are comfortable with Monday, 5%
of respondent are comfortable with Tuesday , 13% of respondent are comfortable with
Wednesday , 19% of respondent are comfortable with Thursday , 15% of respondent are
comfortable with the Friday , 15% of respondent are comfortable with Saturday and 25 % of
respondent are comfortable with Sunday .








CHART NO-4.10
COMFORTABLE DAY FOR PURCHASE














0
5
10
15
20
25
30
35
40
P
e
r
c
e
n
t
a
g
e

Comfortable Day
COMFORTABLE DAY

TABLE-4.11
CONVENINENT STORE LOCATION

INTERPRETATION:
The above table shows that 44% of the respondents are satisfied, 28% of the respondent are
highly satisfied , 23% of the respondent are satisfied , 4% of the respondent are dissatisfied ,
while the remaining 1% of the respondents are highly dissatisfied.









S.NO LEVEL OF SATISFACTION NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 42 28
2 Satisfied 66 44
3 Neutral 34 22
4 Dissatisfied 6 4
5 Highly Dissatisfied 2 1
Total 150 100
CHART NO-4.11
CONVENINENT STORE LOCATION














0
10
20
30
40
50
60
70
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Convinent Store Location
CONVENIENT STORE LOCATION
TABLE-4.12
WORKING HOURS
S.NO
LEVEL OF SATISFACTION
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 20 13
2 Satisfied 88 59
3 Neutral 28 19
4 Dissatisfied 8 5
5 Highly Dissatisfied 6 4
Total 150 100

INTERPRETATION:
The above table shows that 59% of the respondents are satisfied , 19% of the respondent are
neutral , 13% of the respondent are highly satisfied , 5% of the respondent are dissatisfied ,
while the remaining 4% of the respondents are highly dissatisfied.
CHART NO-4.12
WORKING HOURS



0
20
40
60
80
100
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Working Hours
WORKING HOURS
TABLE-4.13
PRICE
S.NO LEVEL OF SATISFACTION NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 36 24
2 Satisfied 74 49
3 Neutral 32 21
4 Dissatisfied 6 4
5 Highly Dissatisfied 2 1
Total 150 100

INTERPRETATION:
The above table shows that 49% of the respondents are satisfied , 24% of the respondent are
highly satisfied , 21% of the respondent are neutral , 4% of the respondent are dissatisfied ,
while the remaining 1% of the respondents are highly dissatisfied.

CHART NO-4.13
PRICE


24%
50%
21%
4%
1%
PRICE
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied

TABLE-4.14
SERVICE

INTERPRETATION
The above table shows that 47% of the respondents are neutral , 23% of the respondent are
satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied ,
while the remaining 5% of the respondents are highly dissatisfied.
CHART NO-4.14
SERVICE

0
10
20
30
40
50
60
70
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Service
SERVICE

S.NO

LEVEL OF SATISFICATION
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 12 8
2 Satisfied 34 23
3 Neutral 70 47
4 Dissatisfied 26 17
5 Highly Dissatisfied 8 5
Total 150 100

TABLE-4.15
DISPLAY OF GOODS LIST
S.NO
LEVEL OF SATISFACTION
NO OF
RESPONDENT PERCENTAGE
1 Highly Satisfied 36 24
2 Satisfied 20 13
3 Neutral 50 33
4 Dissatisfied 30 20
5 Highly Dissatisfied 14 9
Total 150 100

INTERPRETATION
The above table shows that 47% of the respondents are neutral , 23% of the respondent are
satisfied , 18% of the respondent are dissatisfied , 8% of the respondent are highly satisfied ,
while the remaining 5% of the respondents are highly dissatisfied.
CHART NO-4.15
DISPLAY OF GOODS LIST

0
10
20
30
40
50
60
70
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Display Of Goods List
DISPLAY OF GOODS LIST

TABLE-4.16
FESTIVAL OFFERS
S.NO
FESTIVAL OFFERS
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 28 19
2 Satisfied 62 41
3 Netural 32 21
4 Dissatisfied 10 7
5 Highly Dissatisfied 18 12
Total 150 100

INTERPRETATION
The above table shows that 41% of the respondents are satisfied , 21% of the respondent are
neutral , 19% of the respondent are highly satisfied , 12% of the respondent are highly
dissatisfied , while the remaining 7% of the respondents are dissatisfied.
CHART NO-4.16
FESTIVAL OFFERS

0
10
20
30
40
50
60
70
Highly
Satisfied
Satisfied Netural Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Festival Offers
FESTIVAL OFFERS

TABLE-4.17
QUALITY
S.NO
QUALITY
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 36 24
2 Satisfied 58 39
3 Neutral 28 19
4 Dissatisfied 12 8
5 Highly Dissatisfied 16 11
Total 150 100

INTERPRETATION:
The above table shows that 39% of the respondents are satisfied, 24% of the respondent are
highly satisfied and 19% are neutral about it, and 11% are highly dissatisfied, while the
remaining 8% of the respondents are dissatisfied.
CHART NO-4.17
QUALITY

0
10
20
30
40
50
60
70
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Quality
QUALITY

TABLE-4.18
QUANTITY
S.NO
QUANTITY
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 32 21
2 Satisfied 28 19
3 Neutral 58 39
4 Dissatisfied 14 9
5 Highly Dissatisfied 18 12
Total 150 100

INTERPRETATION
The above table shows that 39% respondents are neutral, 21% are highly satisfied and 19%
are satisfied about it, and 12% are dissatisfied, while the remaining 9% of the respondents are
dissatisfied.
CHART NO-4.18
QUANTITY


0
10
20
30
40
50
60
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Quantity
QUANTITY
TABLE-4.19
PACKAGING
S.NO PACKAGING NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 48 32
2 Satisfied 36 24
3 Neutral 22 15
4 Dissatisfied 26 17
5 Highly Dissatisfied 18 12
Total 150 100

INTERPRETATION
the above table shows that 32% respondents are highly satisfied, 24% are satisfied and 17%
are dissatisfied about it, and 15% are neutral, while the remaining 12% of the respondents are
highly dissatisfied.
CHART NO-4.19
PACKAGING



32%
24%
15%
17%
12%
PACKAGING
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied
TABLE-4.20
AVAILABILITY
S.NO
LEVEL OF SATISFICATION
NO OF RESPONDENT PERCENTAGE
1 Highly Satisfied 28 19
2 Satisfied 36 24
3 Neutral 22 15
4 Dissatisfied 36 24
5 Highly Dissatisfied 28 19
Total 150 100

INTERPRETATION:
The above table shows that 24% respondents are satisfied, 24% are dissatisfied,19%
of the respondents are highly dissatisfied ,19% are highly satisfied, and while the remaining
15% of the respondent are neutral.
CHART NO-4.20
AVAILABILITY



0
5
10
15
20
25
30
35
40
Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
P
e
r
c
e
n
t
a
g
e

Availability
AVAILABILITY
TABLE-4.21
LOW QUALITY OF PRODUCTS
S.NO
LEVEL OF AGREEMENT
NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 18 12
2 Disagree 36 24
3 Neutral 28 19
4 Agree 44 29
5 Strongly Agree 24 16
Total 150 100

INTERPRETATION:
The above table shows that 29% respondents are agree , 24% are disagree
,19% are neutral about it, 16% are highly agree , while the remaining 12% of the respondents
are highly disagree.
CHART NO-4.21
LOW QUALITY OF PRODUCTS


0
5
10
15
20
25
30
35
40
45
50
Strongly
Disagree
Disagree Neutral Agree Strongly Agree
p
e
r
c
e
n
t
a
g
e

Low quality of products
LOW QUALITY OF PRODUCTS
TABLE-4.22
IMPROPER QUALITY

S.NO

LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 22 15
2 Disagree 20 13
3 Neutral 32 21
4 Agree 24 16
5 Strongly Agree 52 35
Total 150 100

INTERPRETATION:
The above table shows that 35% respondents are highly agree , 21% are neutral
about it, 16% of the respondent are agree, 15% are highly disagree , while the remaining 14%
of the respondents are disagree.
CHART NO-4.22
IMPROPER QUALITY


0
10
20
30
40
50
60
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
P
e
r
c
e
n
t
a
g
e

Improper Quality
IMPROPER QUALITY
TABLE-23
PROPER BALANCE AMOUNT

INTERPRETATION:
The above table shows that 27% respondents are highly agree , 23% are neutral
about it, 20 % of the respondent are agree 17% are disagree , while the remaining 13% of the
respondents are highly disagree.
CHART NO-4.23
PROPER BALANCE AMOUNT



Strongly
Disagree
Disagree Neutral Agree Strongly Agree
P
e
r
c
e
n
t
a
g
e

Proper balance amount
PROPER BALANCE AMOUNT
S.NO
LEVEL OF AGREEMENT
NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 20 13
2 Disagree 26 17
3 Neutral 34 23
4 Agree 30 20
5 Strongly Agree 40 27
Total 150 100
TABLE-4.24
UN AVAILABILITY OF PRODUCTS
S.NO LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 8 5
2 Disagree 24 16
3 Neutral 28 19
4 Agree 40 27
5 Strongly Agree 50 33
Total 150 100

INTERPRETATION:
The above table shows that 33% respondents are highly agree , 27% are agree, 19
% of the respondent are neutral about it, 16% are disagree , while the remaining 5% of the
respondents are highly disagree.
CHART NO-4.24
UN AVAILABILITY OF PRODUCTS



5%
16%
19%
27%
33%
UN AVAILABILITY OF PRODUCTS
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
TABLE-4.25
DISTRIBUTING OF OLD STOCK
S.NO LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 18 12
2 Disagree 24 16
3 Neutral 16 11
4 Agree 32 21
5 Strongly Agree 60 40
Total 150 100

INTERPRETATION:
The above table shows that 40% respondents are highly agree , 21% are agree , 16%
are disagree , 12% of the respondent are highly disagree, and while the remaining 11% of the
respondent are neutral about it .

CHART NO-4.25
DISTRIBUTING OF OLD STOCK

0
10
20
30
40
50
60
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
18
24
16
32
60
P
e
r
c
e
n
t
a
g
e

Distributing of old stock
DISTRIBUTING OF OLD STOCK
TABLE-4.26
LOW RESPONSE FROM STORE INCHARGE

INTERPRETATION
The above table shows that 36% respondents are highly agree , 21% are agree, 17
% of the respondent are neutral about it, 15% are disagree , while the remaining 11% of the
respondents are highly disagree.
CHART NO-4.26
LOW RESPONSE FROM STORE INCHARGE



0
10
20
30
40
50
60
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
P
e
r
c
e
n
t
a
g
e

Low Response
LOW RESPONSE
S.NO LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 16 11
2 Disagree 22 15
3 Neutral 26 17
4 Agree 32 21
5 Strongly Agree 54 36
Total 150 100
TABLE-4.27
LONG WAITING HOURS

INTERPRETATION:
The above table shows that 44% respondents are agree , % are highly agree and
11% are neutral about it, and 8% are disagree , while the remaining 4% of the respondents are
highly disagree.

CHART NO-4.27
LONG WAITING HOURS

0
10
20
30
40
50
60
70
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
P
e
r
c
e
n
t
a
g
e

Long waiting hours
LONG WAITING HOURS
S.NO LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 6 4
2 Disagree 12 8
3 Neutral 16 11
4 Agree 66 44
5 Strongly Agree 50 33
Total 150 100

TABLE-4.28
INVALIDITY OF MEASURING DEVICE
S.NO LEVEL OF AGREEMRNT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 20 13
2 Disagree 22 15
3 Neutral 32 21
4 Agree 40 27
5 Strongly Agree 36 24
Total 150 100

INTERPRETATION:
The above table shows that 27% respondents are agree , 21% are HIGHLY agree
and 21% are neutral about it, and 15% are disagree , while the remaining 13% of the
respondents are highly disagree.
CHART NO-4.28
INVALIDITY OF MEASURING DEVICE


0
5
10
15
20
25
30
35
40
45
Strongly
Disagree
Disagree Neutral Agree Strongly Agree
P
e
r
c
e
n
t
a
g
e


Invalidity Of Measuring Device
INVALIDITY OF MEASURING DEVICE
TABLE-4.29
ENOUGH STORAGE CAPACITY IN STORE
S.NO LEVEL OF AGREEMENT NO OF RESPONDENT PERCENTAGE
1 Strongly Disagree 16 11
2 Disagree 10 7
3 Neutral 48 32
4 Agree 44 29
5 Strongly Agree 32 21
Total 150 100

INTERPRETATION:
The above table shows that 32% of the respondents are neutral about it , 29% of the
respondent are agree , 21% of the respondent are highly agree, and 11% of the respondent are
highly disagree , while the remaining 7% of the respondents are disagree.
CHART NO-4.29
ENOUGH STORAGE CAPACITY IN STORE



0
10
20
30
40
50
Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
P
e
r
c
e
n
t
a
g
e

Enough Storage Capacity
STORE CAPACITY
WEIGHTED AVERAGE METHOD
TABLE NO-4.30
LEVEL OF SATISFICATION TOWARDS PDS










INTERPRETATION:
From the above table it is inferred that the mean score is 2.53. The factors such as
service,display of goods list,quantity& availability scores are above 2.53.such as
2.89,2.77,2.72& 3.00. hence these factors are highly dissatisfied by the respondents.
The factors such as convinent store location , working hours,price,festival
offers,quality& packaging scores are below.2.53.such as 2.07,2.09,2.28,2.52,2.43&2.53
respectively. Therefore these factors are dissatisfied by the respondents.





S.NO PARTICULARS TOTAL SCORE
1 Convenient Store Location 2.07
2 Working Hours 2.09
3 Price 2.28
4 Service 2.89
5 Display Of Goods List 2.77
6 Festival Offers 2.52
7 Quality 2.43
8 Quantity 2.72
9 Packaging 2.53
10 Availability 3.00
Mean score 2.53
TABLE NO-4.31
LEVEL OF AGREEMENT TOWARDS PDS
S.NO PARTICULARS TOTAL SCORE
1 Low Quantity Products 4.30
2 Improper Quality 3.43
3 Proper balance amount 3.29
4 Unavailability Of Products 3.67
5 Distributing Of Old Stock 3.91
6 Low Response From Store In charge 3.57
7 Long Waiting Hours In Queue 3.95
8 Invalidity Of Measuring Device 3.33
9 Enough storage capacity in store 2.56
Mean score 3.80

INTERPRETATION
From the above table it is inferred that the mean score is 3.80. The factors such as low
quality products, distributing of old stock & long waiting hours in queue scores above 3.80
such as 4.30, 3.91, &3.95 respectively. Hence these factors are strongly agree by the
respondents.
The factors such as Improper Quality, Proper balance amount, Unavailability Of
Products,low response from store incharge ,invalidity of measures& enough storage capacity
.scores below 3.80 such as 3.43, 3.29,3.67, 3.57,3.33&2.56 respectively. Therefore these
factors are agree by the respondents.




CHI SQUARE
TABLE NO-4.32
GENDER AND HOURS OF WORKING

Gender
Working hours
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 10 58 16 2 2 88
Female 10 30 12 6 4 62
Total 20 88 28 8 6 150


H
0
- There is no significant relationship between gender and hours of working.
H
1 –
There is a significant relationship between gender and hours of working.

CHI SQUARE:
Calculated x
2
value = 10.38
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and hours of working.



TABLE NO-4.33


H
0
- There is no significant relationship between gender and price.
H
1 –
There is a significant relationship between gender and price.

CHI SQUARE:
Calculated x
2
value = 12.81
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and price.





GENDER AND PRICE

Gender
Price
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Satisfied
Male 16 40 24 6 2 88
Female 20 34 8 - - 62
Total 36 74 32 6 2 150
TABLE NO-4.34


H
0
- There is no significant relationship between gender and service.
H
1 –
There is a significant relationship between gender and service.

CHI SQUARE:
Calculated x
2
value = 18.03
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and service.




GENDER AND SERVICE

Gender
Service
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 6 18 44 16 4 88
Female 6 16 26 10 4 62
Total 12 34 70 26 8 150
TABLE NO-4.35

GENDER AND DISPLAY OF GOODS LIST

Gender
Display of goods list
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 18 10 38 18 4 88
Female 18 10 12 12 10 62
Total 36 20 50 30 14 150

H
0
- There is no significant relationship between gender and display of goods list.
H
1 –
There is a significant relationship between gender and display of goods list.

CHI SQUARE:
Calculated x
2
value = 13.18
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and display of goods list





TABLE NO-4.36


H
0
- There is no significant relationship between gender and quality.
H
1 –
There is a significant relationship between gender and quality.

CHI SQUARE:
Calculated x
2
value = 13.18
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and quality




GENDER AND QUALITY

Gender
Quality
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 18 36 14 8 12 88
Female 18 22 14 4 4 62
Total 36 58 28 12 16 150

TABLE NO-4.37

H
0
- There is no significant relationship between gender and quantity.
H
1 –
There is a significant relationship between gender and quantity.

CHI SQUARE:
Calculated x
2
value = 16.78
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and quantity





GENDER AND QUANTITY

Gender
Quantity
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 10 20 40 10 8 88
Female 22 8 18 4 10 62
Total 32 28 58 14 18 150

TABLE NO-4.38


H
0
- There is no significant relationship between gender and packaging.
H
1 –
There is a significant relationship between gender and packaging.

CHI SQUARE:
Calculated x
2
value = 14.54
Degree of freedom = 4
Table value = 9.488
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
gender and packaging.



GENDER AND PACKAGING

Gender
Packaging
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Male 26 18 16 16 12 88
Female 22 18 6 10 6 62
Total 48 36 22 26 18 150
TABLE NO-4.39


H
0
- There is no significant relationship between age and hours of working.
H
1 –
There is a significant relationship between age and hours of working.

CHI SQUARE:
Calculated x
2
value = 34.24
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and hours of working.



AGE AND HOURS OF WORKING

Age
Working hours
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 4 20 6 0 2 32
21-30 4 28 6 4 0 42
31- 40 12 38 14 2 2 68
Above 40 0 2 2 2 2 8
Total 20 88 28 8 6 150

TABLE NO-4.40


H
0
- There is no significant relationship between age and price.
H
1 –
There is a significant relationship between age and price.

CHI SQUARE:
Calculated x
2
value = 27.24
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and price.


AGE AND PRICE

Age
Price
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 3 2 1 - - 6
21-30 7 18 7 - - 32
31-40 11 25 8 - - 44
Above 40 15 29 16 6 2 68
Total 36 74 32 6 2 150
TABLE NO- 4.41



H
0
- There is no significant relationship between age and service.
H
1 –
There is a significant relationship between age and service.

CHI SQUARE:
Calculated x
2
value = 31.05
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and service.


AGE AND SERVICE

Age
Service
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 0 0 1 4 1 6
21-30 0 8 14 8 2 32
31-40 9 9 22 2 2 44
Above 40 3 17 33 12 3 68
Total 12 34 70 26 8 150

TABLE NO-4.42


H
0
- There is no significant relationship between age and display of goods list.
H
1 –
There is a significant relationship between age and display of goods list.

CHI SQUARE:
Calculated x
2
value = 24.40
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and display of goods list.


AGE AND DISPLAY OF GOODS LIST

Age
Display of goods list
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 0 1 4 1 0 6
21-30 6 8 5 11 2 32
31-40 15 4 10 9 6 44
Above 40 15 7 31 9 6 68
Total 36 20 50 30 14 150
TABLE NO-4.43


H
0
- There is no significant relationship between age and quality.
H
1 –
There is a significant relationship between age and quality.

CHI SQUARE:
Calculated x
2
value = 27.81
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and quality.



AGE AND QUALITY

Age
Quality
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 - 1 - 2 3 6
21-30 6 11 8 3 4 32
31-40 10 25 5 2 2 44
Above 40 20 21 15 5 7 68
Total 36 58 28 12 16 150

TABLE NO-4.44




H
0
- There is no significant relationship between age and Packaging.
H
1 –
There is a significant relationship between age and Packaging.

CHI SQUARE:
Calculated x
2
value = 32.43
Degree of freedom = 12
Table value = 21.026
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
age and Packaging.

AGE AND PACKAGING

Age
Packaging
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 20 1 2 - 2 1 6
21-30 9 13 4 4 2 32
31-40 17 10 5 7 5 44
Above 40 21 11 13 13 10 68
Total 48 36 22 26 18 150

TABLE NO-4.45


H
0
- There is no significant relationship between marital status and hours of working.
H
1 –
There is a significant relationship between marital status and hours of working.

CHI SQUARE:
Calculated x
2
value = 17.62
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and hours of working.


MARITAL STATUS AND HOURS OF WORKING

Marital Status
Working hours
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 12 50 8 6 2 78
Un
Married
8 34 20 2 4 68
Divorce - 4 - - 4
Total 20 88 28 8 6 150

TABLE NO-4.47

H
0
- There is no significant relationship between marital status and price.
H
1
-There is a significant relationship between marital status and price.

CHI SQUARE:
Calculated x
2
value = 22.03
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and price.



MARITAL STATUS AND PRICE

Marital Status
Price
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 18 42 14 4 - 78
Un
Married
16 32 16 2 2 68
Divorce 2 - 2 - - 4
Total 36 74 32 6 2 150


TABLE NO-4.47


H
0
- There is no significant relationship between marital status and service.
H
1 –
There is a significant relationship between marital status and service.

CHI SQUARE:
Calculated x
2
value = 19.76
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and service.

MARITAL STATUS AND SERVICE

Marital Status
Service
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 6 14 44 10 4 78
Un
Married
6 18 24 16 4 68
Divorce - 2 2 - - 4
Total 12 34 70 26 8 150


TABLE NO-4.48


H
0
- There is no significant relationship between marital status and display of goods list.
H
1 –
There is a significant relationship between marital status and display of goods list.

CHI SQUARE:
Calculated x
2
value = 17.15
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and display of goods list.
MARITAL STATUS AND DISPLAY OF GOODS LIST

Marital Status
Display of goods list
Total
Highly
Satisfied Satisfied Netural Dissatisfied
Highly
Dissatisfied
Married 16 10 26 18 8 78
Un
Married
20 8 24 12 4 68
Divorce - 2 - - 2 4
Total 36 20 50 30 14 150
TABLE NO-4.49


H
0
- There is no significant relationship between marital status and quality.
H
1 –
There is a significant relationship between marital status and quality.

CHI SQUARE:
Calculated x
2
value = 20.38
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and quality.


MARITAL STATUS AND QUALITY

Marital Status
Quality
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 18 30 18 6 6 78
Un
Married
18 24 10 6 10 68
Divorce - 4 - - - 4
Total 36 58 28 12 16 150
TABLE NO-4.50




H
0
- There is no significant relationship between marital status and quantity.
H
1 –
there is a significant relationship between marital status and quantity.

CHI SQUARE:
Calculated x
2
value = 23.92
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and quantity.


MARITAL STATUS AND QUANTITY

Marital Status
Quantity
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 16 16 24 10 12 78
Un
Married
16 12 30 4 6 68
Divorce - - 4 - - 4
Total 32 28 58 14 18 150

TABLE NO -4.51


H
0
- There is no significant relationship between marital status and packaging.
H
1 –
There is a significant relationship between marital status and packaging.

CHI SQUARE:
Calculated x
2
value = 21.90
Degree of freedom = 8
Table value = 15.507
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
marital status and packaging.


MARITAL STATUS AND PACKAGING

Marital Status
Packaging
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Married 22 22 4 20 10 78
Un
Married
24 14 16 6 8 68
Divorce 2 - 2 - - 4
Total 48 36 22 26 18 150

TABLE NO-4.52



H
0
- There is no significant relationship between occupation and hours of working.
H
1 –
There is a significant relationship between occupation and hours of working.

CHI SQUARE:
Calculated x
2
value = 28.44
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and hours of working.
OCCUPATION AND HOURS OF WORKING

Occupation
Working hours
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
4 12 8 2 2 28
Private Employee 8 36 18 4 2 68
Farmer 0 16 0 0 2 18
Business Man 8 20 2 2 0 32
Other 0 4 0 0 0 4
Total 20 88 28 8 6 150
TABLE NO-4.53


H
0
- There is no significant relationship between occupation and price.
H
1 –
There is a significant relationship between occupation and price.

CHI SQUARE:
Calculated x
2
value = 35.11
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and price.

OCCUPATION AND PRICE

Occupation
Price
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
8 12 6 0 2 28
Private Employee 14 32 18 4 - 68
Farmer 10 4 2 2 - 18
Business Man 4 22 6 - - 32
Other - 4 - - - 4
Total 36 74 32 6 2 150

TABLE NO-4.54



H
0
- There is no significant relationship between occupation and service.
H
1 –
There is a significant relationship between occupation and service.

CHI SQUARE:
Calculated x
2
value = 44.74
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and service.

OCCUPATION AND SERVICE

Occupation
Service
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
4 6 16 2 - 28
Private Employee 8 14 30 12 4 68
Farmer - 6 12 - - 18
Business Man - 6 12 12 2 32
Other - 2 - - 2 4
Total 12 34 70 26 8 150

TABLE NO-4.55



H
0
- There is no significant relationship between occupation and display of goods list.
H
1 –
There is a significant relationship between occupation and display of goods list.

CHI SQUARE:
Calculated x
2
value = 32.07
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and display of goods list.
OCCUPATION AND DISPLAY OF GOODS LIST

Occupation
Display of goods list
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
4 6 10 4 4 28
Private Employee 22 10 20 12 4 68
Farmer - 2 12 2 2 18
Business Man 10 - 6 12 4 32
Other - 2 2 - - 4
Total 36 20 50 30 14 150
TABLE NO -4.56

H
0
- There is no significant relationship between occupation and quality.
H
1 –
There is a significant relationship between occupation and quality.

CHI SQUARE:
Calculated x
2
value = 39.54
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and quality.


OCCUPATION AND QUALITY

Occupation
Quality
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
6 12 6 - 4 28
Private Employee 24 26 6 4 8 68
Farmer 2 6 8 - 2 18
Business Man 2 12 8 8 2 32
Other 2 2 - - - 4
Total 36 58 28 12 16 150
TABLE NO-4.56


H
0
- There is no significant relationship between occupation and quantity.
H
1 –
There is a significant relationship between occupation and quantity.

CHI SQUARE:
Calculated x
2
value = 66.08
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and quantity.


OCCUPATION AND QUANTITY

Occupation
Quantity
Total
Highly
Satisfied Satisfied Netural Dissatisfied
Highly
Dissatisfied
Government
Employee
4 4 6 6 8 28
Private Employee 6 20 30 8 4 68
Farmer 4 4 10 - - 18
Business Man 18 - 10 - 4 32
Other - - 2 - 2 4
Total 32 28 58 14 18 150

TABLE NO-4.58



H
0
- There is no significant relationship between occupation and packaging.
H
1 –
There is a significant relationship between occupation and packaging.

CHI SQUARE:
Calculated x
2
value = 29.81
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
occupation and packaging.
OCCUPATION AND PACKAGING

Occupation
Packaging
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Government
Employee
6 6 6 6 4 28
Private Employee 20 20 6 12 10 68
Farmer 8 6 - 4 - 18
Business Man 14 4 8 4 2 32
Other - - 2 - 2 4
Total 48 36 22 26 18 150
TABLE NO-4.59



H
0
- There is no significant relationship between monthly income and hours of working.
H
1 –
There is a significant relationship between monthly income and hours of working.

CHI SQUARE:
Calculated x
2
value = 41.29
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and hours of working.

MONTHLY INCOME AND HOURS OF WORKING

Monthly Income
Working hours
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 8 6 6 4 0 24
5000-10000 0 26 8 0 2 36
10000-15000 8 22 2 2 0 34
15000-20000 2 12 6 2 2 24
Above 20000 2 22 6 0 2 32
Total 20 88 28 8 6 150

TABLE NO -4.60


H
0
- There is no significant relationship between monthly income and price.
H
1 –
There is a significant relationship between monthly income and price.

CHI SQUARE:
Calculated x
2
value = 30.38
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and price.


MONTHLY INCOME AND PRICE

Monthly Income
Price
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Satisfied
Below 5000 - 18 6 - - 24
5000-10000 12 12 8 4 - 36
10000-15000 8 20 6 - - 34
15000-20000 8 10 6 - - 24
Above 20000 8 14 6 2 2 32
Total 36 74 32 6 2 150

TABLE NO-4.61



H
0
- There is no significant relationship between monthly income and service.
H
1 –
There is a significant relationship between monthly income and service.

CHI SQUARE:
Calculated x
2
value = 28.56
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and service.

MONTHLY INCOME AND SERVICE

Monthly Income
Service
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 2 6 10 4 2 24
5000-10000 2 4 22 8 0 36
10000-15000 0 10 12 10 2 34
15000-20000 6 6 8 2 2 24
Above 20000 2 8 18 2 2 32
Total 12 34 70 26 8 150
TABLE NO -4.62



H
0
- There is no significant relationship between monthly income and display of goods list.
H
1 –
There is a significant relationship between monthly income and display of goods list.

CHI SQUARE:
Calculated x
2
value = 43.56
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and display of goods list.

MONTHLY INCOME AND DISPLAY OF GOODS LIST

Monthly Income
Display of goods list
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 14 - 4 2 4 24
5000-10000 8 8 16 2 2 36
10000-15000 4 4 10 14 2 34
15000-20000 6 2 8 4 4 24
Above 20000 4 6 12 8 2 32
Total 36 20 50 30 14 150
TABLE NO-4.63


H
0
- There is no significant relationship between monthly income and quality.
H
1 –
There is a significant relationship between monthly income and quality.

CHI SQUARE:
Calculated x
2
value = 28.18
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and quality.


MONTHLY INCOME AND QUALITY

Monthly Income
Quality
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 12 6 4 - 2 24
5000-10000 6 10 8 4 8 36
10000-15000 8 18 4 4 - 34
15000-20000 4 8 6 2 4 24
Above 20000 6 16 6 2 2 32
Total 36 58 28 12 16 150
TABLE NO-4.64


H
0
- There is no significant relationship between monthly income and quantity.
H
1 –
There is a significant relationship between monthly income and quantity.

CHI SQUARE:
Calculated x
2
value = 34.60
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and quantity.



MONTHLY INCOME AND QUANTITY

Monthly Income
Quantity
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 8 6 6 2 2 24
5000-10000 8 6 12 6 4 36
10000-15000 8 4 14 2 6 34
15000-20000 - 4 12 4 4 24
Above 20000 8 8 14 - 2 32
Total 32 28 58 14 18 150
TABLE NO-4.65



H
0
- There is no significant relationship between monthly income and packaging.
H
1 –
There is a significant relationship between monthly income and packaging.

CHI SQUARE:
Calculated x
2
value = 62.34
Degree of freedom = 16
Table value = 26.296
Significant level = 5 %

INFERENCE:
It is inferred from the above table that the calculated value of chi square value is
greater than the table value.
Hence the null hypothesis is rejected. So there is a significant relationship between
monthly income and packaging.


MONTHLY INCOME AND PACKAGING

Monthly Income
Packaging
Total
Highly
Satisfied Satisfied Neutral Dissatisfied
Highly
Dissatisfied
Below 5000 6 2 10 2 4 24
5000-10000 10 6 2 10 8 36
10000-15000 20 6 6 - 2 34
15000-20000 6 10 4 2 2 24
Above 20000 6 12 - 12 2 32
Total 48 36 22 26 18 150
5.1 MAJOR FINDINGS

? Majority (45%) of the respondents are the age group of above 40.
? Majority (52%) of the respondents are married.
? Majority (45%) of the respondents are private employee.
? Majority(24%) of the respondents are the income level of 5000 to 10000
? Majority (64%) of the respondents are using green card.
? Majority (25%) of the respondents are frequently buy rice in Public distribution.
? Majority (25% ) of the respondents are comfortable to buy product on Sunday.
? Majority (44%)of the respondents are satisfied with the stores conveniently located.
? Majority (59%) of the respondents are satisfied with the stores working hours.
? Majority (49%) of the respondents are satisfied with the price.
? Majority (47%) of the respondents are neutral with the service
? Majority (33%) of the respondents are neutral with the display of goods list .
? Majority (41%) of the respondents are satisfied with the festival offers.
? Majority (36%) of the respondents are disagree with the service provided in public
distribution system.
? Majority (39%) of the respondents are satisfied with the quality .
? Majority (39%) of the respondents are neutral with the quantity.
? Majority (31%) of the respondents are agree with the low quality products.
? Majority (35%) of the respondents are strongly agree with the improper quantity.


? Majority (23%)of the respondents are neutral with the proper balance amount.
? Majority(33%) of the respondents are strongly agree with the unavailability of
products.
? Majority (40%) of the respondents are strongly agree with the distributing of old
stock.
? Majority (36%) of the respondents are strongly agree with the low response from
store incharge.
? Majority (44%) of the respondents are strongly agree with the long waiting hours in
que.
? Majority (32%)of the respondent are neutral with the enough store capacity.










5.2SUGGESTION
The following suggestions are made for the consumer satisfaction towards public distribution
system based on the findings of this study.

? The public distribution system department should take step to increase the performance
of the public distribution system.

? The public distribution system department should allot separate date for separate
wards.
? The public distribution system department should list out the price of all the product in
public distribution system stores.
? The public distribution system department should periodically check the availability of
the product in public distribution system stores.
? The quantity of the products distributed can be increased.
? The Quality of the rice can be increased.
? The public distribution should provide good quality products to the consumers.
? The public distribution system should reduce the waiting hours of the consumers
? The public distribution system should have an enough storeage capacity.










5.3CONCLUSION

Government has taken all efforts to make the system more effective and ensure the
availability, affordability and accessibility of public distribution system articles to the poor.
But the responses of sample respondents of this study showed different picture and unearthed
that public distribution system is suffering from problems like leakages, poor quality and
under weighment, non-availability of controlled as well as non-controlled articles As the
main objective of public distribution system is to provide safety net to the poor against
spiraling rise in price, the selling of non-controlled articles through FPS is not away from the
scope of public distribution system .
























BIBLOGRAPHY

Books:
Kothari C.R., “Research Methodology”
Memoria, C.B ., Marketing management, new delhi,kitab mahal publications
Philip kotler, Marketing management, the millennium edition.

Journals:
1. George P.S. (1996), Public Distribution System, Food Subsidy and
Production Incentives, Economic and Political Weekly, Vol.31 (39), p-140.
2. Suryanarayanan M.H. (1995), PDS Reform and Scope for Commodity
based Targeting, Economic and Political Weekly, Vol.30 (13), p-687.
3 . Gupta (1995), Liberalization and Globalization of Indian Economy,
Atlantic Publishers and Distributors, Vol.1 (11), New Delhi.
4. Rao V. (1999), Role of PDS in Food Security, Social Welfare,
Vol.46(6), September, p-7.
Websites:
www.tncsc.tn.gov.in
www.students3k.com
wikipedia.org/Food_and_Public_Distribution_(India









QUESTIONNAIRE
A Study on Consumer Satisfaction towards Public Distribution System with special
reference to Coimbatore (south)

Demographic Profile:

1. Name ……………………………
2. Gender
(a)Male ? (b) Female ?
3. Age
(a)Below 20 ? (b)21-30 ? (c)31-40 ? (d)Above 40 ?.
4. Marital Status
(a) Married ? (b) Unmarried ? (c) Divorce ? (d) Widow ?
5. Education Qualification
(a) School Level ? (b) Diploma ? (c) graduation ? (d) others ?
6.. Occupation
(a) Government Employee ? (b) Private Employee ? (c) Farmer ?
(d) Business Man ? (E) Other ?
7. Monthly Income
(a)Below 5000 ? (b) 5000-10000 ? (c)10000-15000 ?
(d)15000-20000 ? (e) Above 20000 ?
8. Which colour Of Card You Have
(a) Green Cards ? (c) White Cards ? (C) Brown Card ?

9. What Is Your Opinion Regarding the Price of the Product in Public Distribution System.
(a)High ? (b) Medium ? (c) Low ?




10 .Which Kind Of Product You Buy Frequently.
(a)Rice ? (b)Wheat ? (c)Cooking Oil ? (d)Sugar ?
(e)Kerosene Oil ? (f)Dhal ? (g) Rava ? (i) Maida ?.

11. Mention the Day which you feel Comfortable to Buy Products In Public distribution
system
Monday ? Tuesday ? Wednesday ? Thursday ?
Friday ? Saturday ? Sunday ?


12.Level Of Satisfaction Towards public distribution System

Particulars Highly
satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
Convenient Store
Location

Working Hours
Price
Service
Display Of Goods List
Festival Offers
Quality
Quantity
Packaging
Availability






13. Level Of Agreement Towards Public Distribution System

Particulars Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Low quantity
products

Improper quality
Proper balance
amount

Unavailability of
products

Distributing of old
stock

Low response
from store
incharge

Long waiting
hours in que

Invalidity of
measuring device

Enough storage
capacity in store


14. Give Suggestions If Any




























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